Salesforce Ecosystem Partners · The Salesforce Ecosystem and Its Structure Since the company was...

A research report comparing provider

strengths, challenges and competetive

differentiators.

April 2020

U.S. 2020

Quadrant Report

Salesforce Ecosystem PartnersManaged Application Services

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The research and analysis presented in this report includes research from the ISG

Provider Lens™ program, ongoing ISG Research programs, interviews with ISG advisors,

briefings with services providers and analysis of publicly available market information

from multiple sources. The data collected for this report represents information that

ISG believes to be current as of February 2020 for providers who actively participated as

well as for providers who did not. ISG recognizes that many mergers and acquisitions

have taken place since that time, but those changes are not reflected in this report.

The lead author for this report is Rainer Suletzki. The editor is Jan Erik Aase. The

research analyst are Phani K R and Rahul Basu and the data analyst is Vishal Kulkarni.

About this Report

ISG Provider Lens™ Quadrant Report | April 2020

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© 2020 Information Services Group, Inc. All rights reserved. Reproduction of this publication in any form without prior permission is strictly prohibited. Information contained in this report is based on the best available and reliable resources. Opinions expressed in this report reflect ISG’s judgment at the time of this report and are subject to change without notice. ISG has no liability for omissions, errors or completeness of information in this report. ISG Research™ and ISG Provider Lens™ are trademarks of Information Services Group, Inc.

1 Executive Summary

3 Introduction

13 Managed Application Services

18 Methodology

Section Name

111111

Executive Summary

without the involvement of respective IT divisions. And finally, providers in this field need to offer appropriate capabilities in other common software packages. All of this leads, in contrast to the pure agile approaches that were applied in most early Salesforce projects, to an implementation methodology that is a combination of agile elements for the implementation phases with phase-oriented elements in terms of strategy, design and rollout. The common term for this approach is hybrid agile.

The pure agile approaches are suitable for small and midsize companies with limited global presence or for those cases where an implementation is required within a global company’s subsidiaries that have limited scope. For this segment, integration and consolidation is not as important as for the large companies with a global presence and that require major system integrators. In this case, midsize service providers that focus on Salesforce only and on agile implementations have an important share of the market. These providers are often referred to as boutique providers.

Within this report, the two main categories of providers explained above are to a large extent associated with different quadrants (see the description in the introduction section below).

Another important trend in the Salesforce ecosystem, in the recent years, is ongoing consolidation. This is primarily reflected in the various acquisitions that took place with large system integrators in the U.S. market acquiring boutique providers. One important reason for this trend is the need among system integrators for fast growth of their own workforce to meet the increasing demand for a myriad of services. In addition, the

EXECUTIVE SUMMARYThe Salesforce Ecosystem and Its StructureSince the company was founded in 1999, Salesforce has shown significant growth and is currently the world’s leading provider of cloud-based customer relationship management (CRM) functionality as a service (SaaS). From the outset, the company has been focused on agile implementation and a high level of standardization, which, in turn, compels it to issue frequent application updates. Furthermore, this helps clients complete rapid implementations that can start with limited functional scope and be enhanced over time. Meanwhile, the continuous updates on the software has led to a variety of products being offered. Starting with Sales Cloud and Service Cloud, that are undoubtedly the most mature products, the Salesforce portfolio encompasses numerous other products. Some of these products, such as Community Cloud or the Commerce Cloud, are focused on specific functionalities, while others, such as Financial Services Cloud or the Health Cloud, are focused on particular industries.

For the implementation and operation of Salesforce-based applications, most companies have to solicit the capabilities of service providers because they often do not have sufficient in-house knowledge or capacity. While selecting an appropriate provider, it’s important to consider that the complexity of the underlying application system landscape tends to increase with the size of the company. An additional dimension to this complexity appears when real global system design and rollout are required. Hence, in most cases, large enterprise customers prefer providers that have strong integration capabilities and are working on a global scale, using, for example, major system integrators. Frequently this goes alongside the need to consolidate multiple isolated Salesforce instances that have already been growing over a period of time, primarily driven by the businesses themselves

© 2020 Information Services Group, Inc. All Rights Reserved.


ISG Provider Lens™ Quadrant Report | Juni 2018

system integrators enrich their methodologies by bringing in the agile mindset that is characteristic of most boutique providers. However, it is a challenge to merge the two different cultures within one organization, which is indicated by the fact that, in many cases, the acquired companies continue to operate under their own labels and are not integrated into the acquirer’s company.

For all providers, irrespective of them being system integrators or boutique providers, a strong network of partnerships with independent software vendors (ISVs) within the Salesforce ecosystem is highly important. The primary reason for this is that industry-specific requirements or extended requirements for particular functions, such as configure-price-quote (CPQ), quite often, go beyond the standardized scope of Salesforce products alone. Hence, if services providers want to cover these bases by implementing reusable solutions, instead of individual products, they need to utilize the offerings of the ISVs. These solutions are usually offered as independent products with separate licensing models that need to be considered when assessing the potential costs of a Salesforce-based application. Salesforce runs a specific web-based store for these solutions, called AppExchange Store, that provides comprehensive information about ISVs and their products (usually called apps). Salesforce ensures that the apps meet basic software quality measures, maintenance cycles and compatibility with Salesforce products, among other requirements.


Executive SummaryISG Provider Lens™ Quadrant Report | April 2020

22

33

Introduction

Introduction


Definition The Salesforce Ecosystem study examines various offerings around the Salesforce platform. It analyzes providers that act as implementation partners for Salesforce and design, configure and implement solutions for clients using this platform. Within this group, a distinction has been made between providers that, apart from Salesforce-related knowledge, are also capable of integrating Salesforce-based solutions into major system landscapes (system integrators) and the providers that specialize in the implementation of Salesforce. Furthermore, the study analyzes providers that offer services to support customers in the operation of the implemented Salesforce solutions (managed application services).

Simplified illustration

Salesforce Ecosystem 2020

Implementation & Integration Services

Implementation Services for Core Clouds

Implementation Services for Marketing Cloud

Managed Application Services

Source: ISG 2020



Definition (cont.)

This study examines various offerings around the Salesforce platform for the U.S. market. It covers four distinct market segments evaluating the most significant service providers and primary Salesforce partners registered in the Salesforce AppExchange portal.

The Implementation and Integration Services quadrant addresses the providers offering implementation services for Salesforce applications as well as the integration of these applications with major standard software solutions that are usually a part of the sophisticated system landscape of large enterprise customers operating globally. These services include consulting, configuration and implementation of respective applications for a client, integration within a customer’s system landscape, data migration and go-live support.

The ISG Provider Lens™ study offers the following to the IT-decision makers:

� Transparency in the strengths and weaknesses of relevant providers

� A clear picture of the differentiated positioning of providers by segments

� A focus on different markets, including the U.S., Germany and Brazil.

Our study serves as the foundation for important decision-making based on positioning, key relationships and go-to-market considerations. ISG advisors and enterprise clients also leverage information from these reports to evaluate current vendor relationships and potential engagements.

Introduction

Scope of the Report



Definition (cont.)

The following evaluation criteria apply to all the segments:

� Technology competency

� Delivery capabilities

� Use cases

� Unique differentiators

� Economic stability

� Market position

The three implementation-oriented segments are additionally based on the following criteria:

� Predefined solutions, accelerators and templates

� Partnerships

The following additional criteria are applicable for the operational support services segment:

� Maturity of delivery and contract models

� Experience with support for Salesforce-based applications

� Broad customer base

The Implementation Services for Core Clouds quadrant encompasses providers that are highly specialized in Salesforce sales, service and commerce cloud and take an agile approach for implementation. An important aspect of the service provided revolves around consulting on the redesign of processes while using Salesforce applications. These providers are best suited for projects that do not have major integration needs, and typically involve medium-size and small customers.

The Implementation Services for Marketing Cloud quadrant includes providers that are highly specialized in this specific Salesforce product. In addition, the providers included in this quadrant possess deep knowledge of marketing-specific aspects such as the use of media and multi-channel approaches for information gathering, customer experience and digital customer journey optimization. In this specific context of marketing, the need for real-time integration into a sophisticated system landscape is limited.

The Managed Application Services quadrant covers providers with the capability to offer managed services for maintenance and support functions that include monitoring, remote support, centralized management of Salesforce applications, data quality management, data security and compliance-related aspects.

IntroductionISG Provider Lens™ Quadrant Report | April 2020


Introduction

The ISG Provider Lens™ quadrants were created using an evaluation matrix containing four segments, where the providers are positioned accordingly.

Leader

The “leaders” among the vendors/

providers have a highly attractive

product and service offering and a

very strong market and competitive

position; they fulfill all requirements

for successful market cultivation.

They can be regarded as opinion

leaders, providing strategic

impulses to the market. They also

ensure innovative strength

and stability.

Product Challenger

The “product challengers” offer a

product and service portfolio that

provides an above-average cover-

age of corporate requirements, but

are not able to provide the same

resources and strengths as the

leaders regarding the individual

market cultivation categories. Often,

this is due to the respective vendor’s

size or their weak footprint within

the respective target segment.

Market Challenger

“Market challengers” are also

very competitive, but there is still

significant portfolio potential and

they clearly lag behind the “leaders.”

Often, the market challengers

are established vendors that

are somewhat slow to address

new trends, due to their size and

company structure, and have

therefore still some potential to

optimize their portfolio and increase

their attractiveness.

Contender

“Contenders” are still lacking mature

products and services or sufficient

depth and breadth of their offering,

while also showing some strengths

and improvement potentials in their

market cultivation efforts. These

vendors are often generalists or

niche players.

Provider Classifications


77

Introduction

Rising Star

Rising stars are mostly product challengers with high future potential. When receiving the “rising stars” award, such companies have a promis-ing portfolio, including the required roadmap and an adequate focus on key market trends and customer requirements. Also, the “rising stars” has an excellent management and understanding of the local market. This award is only given to vendors or service providers that have made extreme progress towards their goals within the last 12 months and are on a good way to reach the leader quadrant within the next 12-24 months, due to their above-average impact and innovative strength.

Each ISG Provider Lens™ quadrant may include a service provider(s) who ISG believes has a strong potential to move into the leader’s quadrant.

Provider Classifications (cont.)

Not In

This service provider or vendor was not included in this quadrant as ISG could not obtain enough information to position them. This omission does not imply that the service provider or vendor does not provide this service.



88



Salesforce Ecosystem Partners - Quadrant Provider Listing 1 of 3

Implementation and Integration Services




7Summits 4 Not In 4 Product Challenger 4 Not In 4 Not In

Accenture 4 Leader 4 Not In 4 Not In 4 Leader

Acumen Solutions 4 Not In 4 Leader 4 Leader 4 Not In

Appirio 4 Market Challenger 4 Leader 4 Market Challenger 4 Leader

Atos 4 Contender 4 Not In 4 Not In 4 Product Challenger

Birlasoft 4 Product Challenger 4 Rising Star 4 Not In 4 Product Challenger

Bluewolf 4 Product Challenger 4 Leader 4 Leader 4 Not In

Capgemini 4 Leader 4 Not In 4 Not In 4 Leader

CGI 4 Contender 4 Not In 4 Not In 4 Contender

Cloudity 4 Not In 4 Contender 4 Not In 4 Not In

Coastal Cloud 4 Not In 4 Product Challenger 4 Product Challenger 4 Not In

Cognizant 4 Leader 4 Not In 4 Not In 4 Leader

99








DEG, an Isobar Company 4 Not In 4 Not In 4 Leader 4 Not In

Deloitte 4 Leader 4 Not In 4 Not In 4 Not In

EPAM 4 Contender 4 Market Challenger 4 Not In 4 Contender

Fujitsu 4 Market Challenger 4 Not In 4 Not In 4 Not In

Globant 4 Contender 4 Not In 4 Not In 4 Not In

HCL 4 Product Challenger 4 Not In 4 Not In 4 Leader

Hexaware 4 Not In 4 Rising Star 4 Not In 4 Product Challenger

Huron 4 Not In 4 Contender 4 Contender 4 Contender

Infosys 4 Leader 4 Not In 4 Not In 4 Leader

LTI 4 Product Challenger 4 Not In 4 Not In 4 Rising Star

Mindtree 4 Product Challenger 4 Leader 4 Leader 4 Leader

NTT DATA 4 Leader 4 Not In 4 Not In 4 Leader

1010








OSF Digital 4 Not In 4 Not In 4 Product Challenger 4 Not In

Perficient 4 Contender 4 Product Challenger 4 Not In 4 Not In

Persistent 4 Not In 4 Leader 4 Product Challenger 4 Product Challenger

Polsource 4 Not In 4 Product Challenger 4 Product Challenger 4 Product Challenger

PwC 4 Leader 4 Not In 4 Not In 4 Not In

Relation Edge 4 Not In 4 Contender 4 Not In 4 Not In

Silverline 4 Not In 4 Product Challenger 4 Contender 4 Not In

Slalom 4 Product Challenger 4 Leader 4 Leader 4 Not In

TCS 4 Leader 4 Not In 4 Not In 4 Leader

Tech Mahindra 4 Product Challenger 4 Not In 4 Not In 4 Market Challenger

Traction on Demand 4 Not In 4 Leader 4 Product Challenger 4 Product Challenger

Zensar 4 Not In 4 Product Challenger 4 Not In 4 Product Challenger

Salesforce Ecosystem Partners Quadrants

Section Name

12121212

ENTERPRISE CONTEXT Salesforce Managed Application ServicesThis report is relevant to enterprises across all industries in the U.S. and evaluates service

providers of Salesforce Managed Application Services.

In this quadrant report, ISG defines the current market positions of providers of Salesforce

Managed Application Services in the U.S. Traditional managed services primarily cover

outsourcing activities such as onsite or remote support, or application monitoring. This

study covers providers offering additional services, including administration assistance,

accelerators for development and utilization, development services, proactive monitoring

and advisory services.

The service providers in the U.S. support large, medium, and small enterprises that run

Salesforce applications. ISG notes that proximity to enterprise workforce is an important

factor determining the strong market position of providers, since several aspects of man-

aged application services, such as user training and resolution of issues by workaround,

require direct and immediate interaction with the user. Large enterprises headquartered in

the U.S., that have global operations, can leverage global providers to support U.S. deploy-

ments and deployments in other parts of the world. Enterprises seeking onshore managed

services can also opt for qualified mid-sized service providers. All service providers must

aim for high levels of user satisfaction to sustain or encourage the use of Salesforce

applications and justify the investments in Salesforce managed services.

Marketing, sales, and field services leaders should read this report to understand the

relative positioning and capabilities of service partners that can help to implement Sales-

force managed application services effectively. The report also highlights the advanced

managed services capabilities of service providers, including administration assistance,

development and use of accelerators, Salesforce Lightning services, proactive monitoring

and advisory services.

IT and technology leaders should read this report to understand the relative positioning

and capabilities of service providers of managed services. The report also compares the

technical capabilities of these providers in areas such as remote and onsite monitoring,

technology accelerators, incident response, automation and development methodologies.

Security and data professionals should read this report to understand how the pro-

viders comply with data privacy and security requirements in the U.S. in their Salesforce

managed application service practices.

Procurement professionals should read this report to understand how the providers

differ in their approach to Salesforce managed application services in the U.S. The report

covers differences in experience in terms of Salesforce applications, nature of customer

base and industry relations.



MANAGED APPLICATION SERVICES


This chapter evaluates providers that specialize in Salesforce managed

services. Traditional managed services include outsourcing activities like

onsite or remotely support in different levels or application monitoring,

but in this study ISG covers other related topics such as administration

assistance, development and utilization of accelerators, lightning

services, proactive monitoring and advisory services.

As for all enterprise-level applications service providers must primarily

ensure stable and reliable operation of the respective solution,

continuously high performance and rapid reactions and resolutions to

any incidents that might occur.

Definition



1313

Observations

1414

� Methodical and procedural concepts

� Degree of framework automation and service reliability

� Managed service portfolio attractiveness

� Maturity of delivery and contract models

� Experience with support for Salesforce-based applications

� Broad customer base

� IT outsourcing transition knowledge (compliance)

� Industry relations and partnerships

� Use cases

Eligibility Criteria




Managed application services have also become, in the area of cloud-based applications, an

important component of provider portfolios. Companies tend to focus their resources and deep

knowledge of processes primarily on projects (the change business) instead of supporting only the

ongoing operations (the run business). Therefore, they often rely on service providers to manage

this part..

� Operational stability and incident management, that are in the scope of managed application

services, have to take not only the respective application into consideration but also connection

to other systems. This usually requires additional knowledge about the connected systems,

which give the large system integrators a competitive advantage in this segment over providers

that focus primarily or even only on Salesforce. Another key characteristic of managed

application services is the high cost consciousness among clients availing the services. The

common global delivery models are another advantage for system integrators. Consequently,

most leaders in this segment belong to this category, although midsize providers with basically

onshore capabilities also offer qualified managed services.


1515

� Proximity to the client remains an important factor determining a

strong market position since several aspects of the managed application

services, like user training and resolution of issues by workarounds,

require interaction with the respective user. Therefore, leaders in this

segment usually also have a notable onshore presence.

� Another important success factor for a cost-efficient provisioning of

managed application services is the capability to automate functions such

as monitoring, user support and performance optimization.

The following providers have been identified as Leaders in this segment:

Accenture, Appirio (a Wipro company), Capgemini, Cognizant, HCL, Infosys,

Mindtree, NTT Data and Tata Consultancy Services (TCS).

� Accenture benefits, in this segment, from its extraordinarily large

workforce combined with a sophisticated global delivery model.

Furthermore, the broad functional and industry expertise of the company

enable it to offer the capability to manage Salesforce applications in the

context of the complex system landscapes of large enterprise customers.

Observations (cont.) � Appirio offers a variety of powerful tools supporting the management of applications. In

combination with the sophisticated and rather flexible support model, Thrive, the company

qualifies as a highly capable provider of managed application services.

� With ADMNext as its powerful application management solution, Capgemini has a compelling

base for comprehensive services in this segment. This is supplemented by various business-

related services that are offered as business-process-as-a-service (BPaaS).

� Cognizant has long-time association with Salesforce in the provisioning of application services

on all levels of the user community. Furthermore, the company’s portfolio includes a variety of

powerful application management tools that enable it to deliver highly competitive services.

� In the area of Salesforce, HCL offers a comprehensive set of highly scalable and flexible services,

accompanied by a scalable agile methodology. The strong focus on data quality as the reliable

base for efficient system operation is also noteworthy.

� Based on a comprehensive suite of application management tools and a powerful global

delivery model, Infosys offers a strong portfolio of managed application services for Salesforce

that meets the needs of large enterprise clients.





1616

� Mindtree offers a balanced delivery model that, in combination with

attention on appropriate governance structures and data quality, is the

strong foundation for its the portfolio of managed application services.

� NTT Data has a sophisticated delivery model with a high share of

nearshore resources. Strong support models and powerful tools

constitute its managed service offerings.

� In addition to its strong global delivery model, TCS pays much attention

to client proximity and is focused on continuously increasing its onshore

presence. The company has a broad portfolio of application management

tools and automation solutions that support cost-efficient delivery of

managed services.

Observations (cont.)L&T Infotech (LTI) has achieved the Rising Star status in the market.

� LTI has long-time experience with addressing the needs of large enterprise clients as its focus

group. Besides functional requirements, LTI shows a deep knowledge of regulatory aspects and

pays high attention to data quality. Hence LTI has the potential for acquiring a leading position

in this segment in the future.





MINDTREECaution

Strengths

The continuous build and support approach for application management should take into account the release-oriented aspects in complex system landscapes.

Mindtree offers a strong Salesforce-related application management portfolio with focus

on appropriate governance.

Strong methodology: The methodology offered by Mindtree is well developed and includes a variety of accelerators to support specific project activities as well as application management activities. These include Code Analyzer, Org Optimizer and Risk Base Testing that can be applied to continuously monitor, further develop and optimize Salesforce applications.

High attention to governance: Mindtree uses a strong governance model to support cost control and manage requirement throughout an application lifecycle. For instance, the regular quarterly review with the client is used to conduct a business review, analyze current projects, determine what is working, get feedback, and to outline the next steps to be taken.

Balanced delivery model: The strong onshore presence of Mindtree allows high customer proximity of the application management services, while the backing provided by the parent company, Mindtree, creates opportunities to leverage offshore resources.

Attention to data quality: Data management gets high attention in Mindtree’s methodology, which includes measuring data quality as a part of business performance assessment. This approach allows continuous quality check on the data of productive Salesforce use.

Mindtree Salesforce practice, brings 14 years of Salesforce expertise into the Mindtree portfolio. Mindtree focuses only on Salesforce and exhibits its expertise in the use of all Salesforce products across industries. The company has its headquarters in Minneapolis, Minnesota, with a presence in several other locations in the U.S., such as New York, Chicago and Los Angeles. Mindtree is the Platinum Partner of Salesforce and employs more than 350 Salesforce-certified consultants.

Overview

2020 ISG Provider Lens™ Leader

ISG Provider Lens™ Quadrant Report | April 2020 Managed Application Services


Methodology

Methodology


The research study “ISG Provider Lens™ 2020 – Salesforce Ecosystem Partners”

analyzes the relevant software vendors/service providers in the US market, based

on a multi-phased research and analysis process, and positions these providers

based on the ISG Research methodology. The study was divided into the following

steps:

METHODOLOGY

1. Definition of Salesforce Ecosystem Partners market

2. Use of questionnaire-based surveys of service providers/vendor across all

trend topics

3. Interactive discussions with service providers/vendors on capabilities

& use cases

4. Leverage ISG’s internal databases & advisor knowledge & experience

(wherever applicable)

5. Detailed analysis & evaluation of services & service documentation based

on the facts & figures received from providers & other sources.

6. Use of the following key evaluation criteria:

− Strategy & vision

− Innovation

− Brand awareness and presence in the market

− Sales and partner landscape

− Breadth and depth of portfolio of services offered

− Technology advancements



Authors and Editors


Mr. Suletzki relies on a deep understanding of core business processes and in-depth know-how of IT management. He has more than 30 years of experience as Senior IT Manager, Senior Project Manager and – at the beginning of his career – as IT consultant. His main areas of expertise comprise IT application management, IT architecture, data modelling as well as IT sourcing strategy and execution

On behalf of ISG he conducts studies within the framework of ISG Provider Lens and takes on client projects with definition of IT strategy and the resulting sourcing decisions.

Before becoming an independent consultant, Rainer worked more than 30 years for a global German Life Science corporation.

Rainer holds graduate degrees in Economics and Computer Sciences.

Rainer Suletzki, AuthorSenior IT Management Advisor, Germany


Authors and Editors


Jan Erik Aase is a director and principal analyst for ISG. He has more than 35 years of collective experience as an enterprise client, services provider, ISG advisor and analyst. Jan Erik has overall accountability for the ISG Provider Lens™ reports, including both the buyer-centric Archetype reports and the Quadrant reports focused on provider strengths and portfolio attractiveness. He sets the research agenda and ensures the quality and consistency of the Provider Lens™ team.

Jan Erik Aase, EditorDirector

Authors and Editors

ISG Provider Lens™ | Quadrant ReportApril 2020© 2020 Information Services Group, Inc. All Rights Reserved

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change man-agement; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and tech-nology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

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